Skill
This equation helps craft statements that affirm what a client is feeling and why.
What is the Empathy Formula?
These roleplay scenarios help trainees learn topics that may not come up organically during their phone calls.
What are Mock Calls?
This weekly activity creates a sense of community and collaboration among a cohort of trainees.
What are group lectures and discussions?
Soft skills such as prioritization and delegation are reinforced when Help Desk student employees are promoted to this position.
What is a Supervisor?
This gamified activity teaches trainees how to use the Knowledge Base effectively.
What is a Scavenger Hunt?
As a method of accountability, trainers and trainees both complete these after each session.
What are progress reports and feedback forms?